Create or update records automatically in Customer Service Hub

Intermediate
Business User
Functional Consultant
Dynamics 365
Customer Service

Important

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Learn how to create records by using the automatic creation and update rules functionality. Additionally, you will learn how to use multiple conditions in a single rule to create records differently based on the results.

Learning objectives

In this module, you will:

  • Learn about automatic record creation and review instances where you can use it.
  • Review the process of defining rules by using the Customer Service Hub app.
  • Examine rule items, how they're used within a rule, and the process for defining them within a rule.
  • Learn how to use Microsoft Power Automate to create the record in the application.
  • Learn how to configure the Power Automate flow to map a contact manually.
  • Examine how to use the activity monitor to review the status of rules that are being processed.

Prerequisites

Basic understanding of the Microsoft Dynamics 365 Customer Service application